SUCCESS STORY: CLEARTRIP

Cleartrip streamlines customer experience with self-service optionsHow replacing a multi-vendor system with a unified platform created a seamless and simple customer experience

Cleartrip, an online travel company that provides comprehensive travel experiences throughout India and the Persian Gulf region, uses the tagline “Making Travel Simple.” As a one-stop shop for their customers’ travel needs, Cleartrip sought a similar DNA for their telecom requirements—an all-in-one platform that simplifies the customer experience.

Cleartrip replaced their legacy, multi-system approach in favor of a unified voice infrastructure from Genesys, establishing the company as the preferred customer service center for the online travel space in India. Less than a year after implementing Genesys, Cleartrip saw significant gains across all customer satisfaction (CSAT) metrics, including a 21% increase in customer satisfaction.

Siloed vendors cause dropped calls and lost customers Abandoned calls were rampant with the previous, multi-system telephony infrastructure that Cleartrip used; customers dropped off the line and did not return. Cleartrip knew there was a problem, but because of disconnected call centers and siloed vendor solutions—including Avaya, Altitude and ViCi Dial—the company had zero visibility into which calls were dropped and when the drops occurred. If a call was transferred to another line of business, such as a hotel, the customer ID was lost after the first hop. Without details about the customer, agents (whom Cleartrip refers to as executives) had to ask multiple questions before digging into the issue.

Customer: CleartripIndustry: Online travel Location: Mumbai, India Agents: 300

Challenges: • Create unified platform across all

call centers• Use self-service options to deliver

seamless customer experience• Proactively identify and know customers• Gain real-time visibility into reporting • Monitor call volumes and service

levels in real time• Improve call recording and

quality management

SUCCESS STORY: CLEARTRIP

Cleartrip also greatly depended on vendors for even the simplest reports, such as interval reporting, and lacked control over any changes to the system, impeding their ability to quickly address urgent issues. They were operating blind and needed a new approach.

The answer was Genesys, which enabled Cleartrip to establish one of the most evolved telephony systems in the Indian e-commerce market.

“This wouldn’t have been possible if we were to carry on with our legacy systems,” said Nikhil Godbole, Head of Customer Service at Cleartrip.

“We went from struggling to get our basic requirements met to creating an advanced IVR that empowered our customers.”

Genesys powers self-service Genesys enabled Cleartrip to consolidate their voice infrastructure on a single platform across four call centers and 300 agents. High on their priority list was a smart IVR. Today, the Genesys self-service solution delivers a faster and better customer experience; callers are identified by phone number and are quickly routed to the agent who can best serve them.

For example, customers who called within 24 hours of their trip departure likely had more urgent queries. Using logic within the Genesys IVR to detect departure date by phone number or trip ID, Cleartrip automatically moves these callers ahead in the queue.

Genesys also allows for self-service options. Cancelling a trip, for example, used to be a main driver of call volume. Now, customers can cancel a trip and learn about any fees or refunds within seconds of selecting the desired option on the IVR. With 80% of all eligible cancellations handled through the IVR, Cleartrip has lowered call volume while also empowering customers to handle simple tasks without speaking to an agent.

“We’re in an industry with very thin margins, so it’s essential we keep the call-to-book ratio as low as possible. To that end, the self-service capability has been a complete game changer for us,” said Godbole. “Not only did it help us regain the confidence of our customers, but it was our first breakthrough in demonstrating the ROI of the platform to the business teams.”

In addition, built-in integration with Salesforce means that Genesys helps Cleartrip better understand their customers. Before picking up a call, the agent knows who the customer is and what the issue is—all from a single agent desktop.

A single platform means more controlCompared to the disparate systems of the past, the single platform centralizes operations—from reporting and quality management to real-time performance monitoring—providing Cleartrip with more control. The company is no longer dependent on outsourced partners, meaning they can now systematically track call flow and act quickly to divert call volume, as needed.

Two years post-implementation, Cleartrip has not experienced any outages. During the 2016 monsoon season, the Mumbai call center went down due to heavy rains. In the past, Cleartrip would have faced call abandon rates of 40%. Genesys kept abandoned calls under 10%. When the Mumbai call center didn’t respond, customers were automatically re-routed to another call center with zero manual intervention.

“That was a moment of happiness when I knew I made the right choice with Genesys,” said Godbole.

Powerful effect on customer satisfactionGenesys had an immediate effect on how customers interacted with Cleartrip. Following the implementation, the company saw immediate improvements in call center metrics, including:

• Service CSAT increased from 65% to 86% within eight months

• Sales CSAT increased from 81% to 89% within two months

• Customer recognition rate jumped from zero to 70% within six months

• 80% of eligible cancellations occur via self-service

• More than 98% of callers are transferred to the right agent the first time

• Less than 1% of callers drop off in the IVRThese improvements directly impacted the business. Within one year of going live, Cleartrip achieved their ROI target of 90%. And as the business continues to grow, Cleartrip can handle exponentially higher volume with the same number of agents.

Every month, the Cleartrip team brainstorms how to optimize the system to continue to make travel even easier for customers. They plan to further integrate systems to improve engagement across new channels. In addition, they expect to add speech analytics for CSAT surveys to ease the survey process for the customer, while

“Not only is Genesys making customers’ lives better and simpler, but they’re helping us set new goals in the customer service industry.With Genesys, nothing is impossible and there are still so many things to explore.”

Sameer Bagul EVP and Head of Finance Cleartrip

Solutions:• Genesys Self-Service• Genesys Omnichannel Desktop• Integration with Salesforce • Voice recording with quality management

SUCCESS STORY: CLEARTRIP

ABOUT GENESYS

Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes. Genesys on-premise and cloud solutions are built to be fluid, instinctive and profoundly empowering. Combining the best of technology and human ingenuity, we work the way you think.

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giving instant feedback to agents. This will allow them to stay on top of what is happening at the interaction level in the call center and take appropriate steps on a real-time basis.

“Not only is Genesys making customers’ lives better and simpler, but they’re helping us set new goals in the customer service industry,” said Sameer Bagul, EVP and Head of Finance at Cleartrip. “With Genesys, nothing is impossible and there are still so many things to explore.”

“The best thing about Genesys is that we’re not dealing with proprietary technology, so there are no limits to what we can do,” added Godbole.

“Whatever we can dream up, we’re confident that Genesys will support it.”

“The best thing about Genesys is that we’re not dealing with proprietary technology, so there are no limits to what we can do. Whatever we can dream up, we’re confident that Genesys will support it.”Nikhil Godbole, Head of Customer Service, Cleartrip

RESULTS

80% handlingof eligible cancellations through self-service

70% customer recognitionrate with self-service

21% increasein service CSAT within eight months of implementing Genesys

<1% abandoned call rate